门诊预约患者满意度指标体系的建立及应用  

Construction and Application of Outpatient Booking System Satisfaction Evaluation Index

作　　者：任益炯[1] 陶素莉[2] 张澄宇[2] 

机构地区：[1]上海交通大学医学院附属上海儿童医学中心,上海200040 [2]上海交通大学医学院,上海200025

出　　处：《解放军医院管理杂志》2011年第9期836-838,共3页Hospital Administration Journal of Chinese People's Liberation Army

基　　金：中国医院协会门急诊专委会课题

摘　　要：目的根据不同的门诊预约模式建立综合医院门诊预约满意度测评指标体系,为医院门诊预约服务质量的评价与改善提供客观的测量工具。方法采用理论研究与实证分析相结合的研究方法。结果经文献回顾和实地调查初步选定23个满意度测评指标。在此基础上经专家咨询和实证调查,先后发放调查问卷603份,初步建立一个层层展开的三级医疗顾客满意度测评指标体系,形成综合医院门诊患者满意度调查问卷。结论根据调查结果对研究设计的调查表进行信度与效度检验,证明该满意度测评指标体系是可信和有效的。所开发的应用工具简单实用,可帮助医院改进门诊预约工作。Objective Establish an outpatient booking system satisfaction evaluation index based on the different booking patterns as to provide a set of tool to measure and help to improve medical services.Methods Use the theoretical studies and empirical analyses of integrating research methods.Results The index system and investigation paper was provided.Conclusions According to the inspection and effectiveness test result,the index system of outpatient booking system satisfaction evaluation is reliable and valid.The tools proviede in this research are simple and practical to help.

关 键 词：医疗服务 满意度 指标体系 门诊患者 

分 类 号：R197.32[医药卫生—卫生事业管理]